Incident Specialist

6 months ago

Melbourne, Australia Link Group Full time

**Overview**
- This role will report to the Team Leader - Incident Management to perform Incident Management activity across Services & Transformation.
- As an Incident Analyst you will be responsible for ensuring that the organisation conducts an efficient, timely and transparent incident process, which results in strong and robust preventative actions being implemented.
- The principal function of this role will be to manage the end-to-end incident management process ensuring incidents are closed quickly and efficiently, with mínimal impact to the day-to-day operations of the business. Key to the success of the role will be your ability to build strong relationships with key stakeholder across Services & Transformation and the broader R&SS business.
- In addition to actioning and incident closure the expectation there will be a requirement to provide the business with a better understanding of failures within the control framework and gaps with current preventative actions which lead to repeat occurrences of incident, together with suggestions regarding process improvements.**Key Accountabilities and main responsibilities**
- Strategic Focus
- Plan and align with R&SS Risk & Compliance team to drive forward governance around incident management
- Align with other teams within the Services & Transformation teams to champion a ‘Risk as a mindset’ approach
- Operational Management
- End to end management of incident to closure
- Establish positive working relationships with key stakeholders in the business and helping to design strategies to enhance decision making, promote a positive culture and drive the effective management of risks within the business
- Providing clear, concise and prompt collation of information required for the various incident management forums, both those held internally and those external with clients
- Assist in the development of protocol and training documentation to support incident management across Link Group
- Identification of true root cause relating to incidents
- Work to drive improvements to our Group Risk and Compliance system as to how we capture and understand incident data
- Ability to perform analysis to a sub process level to help understand and quantify incident drivers
- Document and record action outcomes and facilitate management of these to completion
- Facilitate feedback sessions with operation teams to support process improvements to improve incident numbers, reoccurrences and ongoing continuous improvement
- Conduct root cause analysis and insights from information and data and generate independent conclusions
- Make recommendations and assist with building remediation plans
- Production of presentations, as and when, required
- Actively tracking all outstanding incidents
- People Leadership
- Support staff to ensure they are meeting all required incident activity across the business
- Communicate effectively so staff are all clearly working towards same objectives and aligned to the needs of the business, with the ability to adapt and shift as needed
- Governance & Risk
- Ensure adherence to legal and regulatory requirements
- Support Link Group assurance programs that deliver effective risk & audit management and compliance practices
- Monitor and report on compliance with regulatory requirements to Line One &Two where required

**Experience & Personal Attributes**
- A proven ability to coordinate and manage competing activities, at one time with the ability to prioritise accordingly.
- Personal commitment to, and visible role modelling of, the organisation's behaviours and values.
- A Risk mindset, with extensive knowledge of Superannuation legislation and regulations.
- Proven experience in consistently delivering customer service within defined standards of service
- Relationship Management and the ability to present results and outcomes to Clients and internal stakeholders.
- Understanding of Risk Management principles
- Ability to understand and interpret Fund Business Rules
- Attention to detail with strong analytical and planning skills
- Strong capability to negotiate and build effective relationships
- Exceptional organisational skills and the ability manage multiple conflicting deadlines efficiently
- Strong computer skills in all our core systems including aaspire, document search and ETS
- A sound understanding of the legislative requirements of Superannuation, Pension and Insurance rules
- Excellent verbal and written communication skills
- 3+ years experiences within an operations team
- Desirable
- Formal qualification in business management or related discipline is desired

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core busin

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